Guest Relations Manager Job Job Details | O&L

PURPOSE OF THE POSITION:

To lead and oversee Guest Relations & SPA operations to ensure exceptional guest experiences at every touchpoint. Manage inquiries, requests, and complaints effectively in line with O&L Persona. Achieve and exceed guest satisfaction targets while maximizing revenue.

QUALIFICATIONS & EXPERIENCE:

• National Diploma or Degree in Hospitality/Tourism or Hotel Management.
• 6-8 years experience in guest relations, customer service, or hospitality management, preferably within the spa or wellness industry in 4* or 5* lodge
• Computer literate (MS Office/Office/Excel/PowerPoint)
• Proficiency in using Opera Property Management System (PMS) and a deep understanding of its operational features.
• Experience in generating reports and analyzing data to improve operations and guest experiences.
• Knowledge of budgets, profit & loss, cost of sales, meeting suppliers and coordinating stock deals with procurement.

KEY ACCOUNTABILITIES:

• Manage daily arrivals and departures, ensuring a seamless reservation process and prompt response to inquiries and requests.
• Direct Guest Relations operations to enhance the guest experience at all touchpoints, from pre-arrival to check-out.
• Design and implement processes that ensure that the department achieves breakthrough scores in Q&E audits (internal and external)
• Supervise and ensure that all guest profiles and statistics are captured accurately and timeously for every guest arrival.
• Control revenue and oversee financial performance to maximize profitability.
• Supervise billing procedures, cash handling, and stock-taking activities.
• Schedule staff working hours and manage overtime.
• Conduct regular performance evaluations and identify and address performance gaps to drive continuous improvement.
• Ensure that ER/IR issues are dealt with per the company code of conduct and culture.
• Embody the O&L Persona of " Authentic, care and passionate'' in all interactions, based on the Customer Experience Journey.
• Ensure adherence to HACCP, conduct daily hygiene walkabouts, complete the required checklists, and enforce the correct cleaning standards, Health & Safety standards, and operating equipment.

COMPETENCIES REQUIRED

• Leadership and Managerial Skills
• Excellent Communication Skills
• Attention to detail
• Interpersonal Skills
• Organized and Planning
• Breakthrough Behaviors
• Financial Acumen
• Emotional Intelligence
• Change Management and Adaptability

Closing Date: 02 September 2024

O&L - a Great Place to Work.

Applicants meeting our requirements are invited to apply. O&L Group of Companies is an Equal Opportunity Employer.

"This position is subject to a pre-employment screening and vetting process, and by applying for this position, applicants acknowledge that they are aware that the Company reserves the right to carry out screening and pre-employment vetting for all shortlisted applicants. Certificate of Conduct issued by the Namibian Police (not older than 6 months) may be required from all shortlisted applicants."

Requisition ID: 4239